FOREWORD
Al Manara was launched in 2010 to support
DBD’s vision To build a culture of Sales through
Service in Consumer Banking.
Exceptional Customer Experience is the
critical key in differentiating ourselves from
the competition in the UAE. And the major
ingredient in achieving our mission is through
our people. Therefore, it is essential that the
high standard of the customer’s experience we
provide will be delivered consistently across all
of our branches by everyone, every day.
Al Manara is one of the key parts in achieving
our Vision. Our excellent Products & Services
are no longer enough for our customers; our
most important competitive advantage will be
our people, the faces of NBAD that will raise
the overall customer’s experience.
The certification process provides tailored
programs for the five critical Branch roles.
It includes not only programs to impart new
knowledge or skills, it also assesses whether
individuals have achieved the required level
to be able to confidently perform their roles
successfully.
Today, as we celebrate our first Graduation
ceremony. I am proud of everyone who has
graduated; this is a fantastic achievement for
you and for NBAD.
Mabrook to all of you!
I wish everyone every success in Level 2
certification.

Abdel Mohsen Abdel Aziz Bayomi
Current Position:
Teller
Branch:
Al Madam branch
Length of Service:
12 Years
How has the â&#x20AC;&#x153;Al Manaraâ&#x20AC;? benefited you?
Al Manara has helped me in dealing with
customers, solving their problems as well as
problems within the branch.
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Alaa Mousa Selim Abdeen
Current Position:
Senior Retails Officer
Branch:
Baniyas Branch
Length of Service:
6 years
How have you implemented what you have
learned from Level 1?
By being able to do sell and cross sell all of the
bank products in a good way.

Amna Rashed Al Kashf
Current Position:
Retail Sales Officer
Branch:
Al Bourj Avenue Branch
Length of Service:
1 year and 7 months
What were the challenges you faced?
To memorize the high volume of information.

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Abdulrahim Issa Younessizadeh
Current Position:
Retail Sales Officer
Branch:
Al Qusais
Length of Service:
8 Years
How has the â&#x20AC;&#x153;Al Manaraâ&#x20AC;? benefited you?
It has helped me to re-confirm my knowledge of
products I have already known and to know more
about the other products which I have not been
working on.

Ahmed Samir Mahrous
Current Position:
Retail Sales Officer
Branch:
Arabian Gulf Road
Length of Service:
3 years and 3 months
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? helped with your career?
Al Manara program helps us to know more about
cross selling, how to deal with the customers and
how to face some of our daily problems.
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Aisha Abdelrahim Alhammadi
Current Position:
Retail Sales Officer
Branch:
Khorfakkan Br.
Length of Service:
3 years and 6 months
How have you implemented what you have
learned from Level 1?
I have become more confident and I now like
to chat to customers as well as advise them
financially.

Alia Mohamed Alzamar
Current Position:
Retail Sales Officer
Branch:
Al Bourj Avenue Branch
Length of Service:
1 year and 3 months
How has “Al Manara” benefited you?
Al Manara has benefited me in my career as
it has shown me how to cross sell products,
manage customer services and how to treat and
greet customers. It has also given me a lot of
confidence.

Amal Abdullah Alkaabi
Current Position:
Retail Sales Officer
Branch:
Al Yahar branch
Length of Service:
1 year and 5 months
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? benefited you?
Al Manara programs give me the tools to develop
my skills knowledge in order to contribute with
NBAD vision to be the number one Arab Bank.
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Amer Omar Saeed
Current Position:
Senior Retail Sales Officer
Branch:
Deira Branch
Length of Service:
2 years
What program in particular did you enjoy and
find most relevant to your role?
Fraud Awareness and Anti Money Laundering.

Amina Abbas Al Baloushi
Current Position:
Personal Credit Officer
Branch:
Al Dhaid Branch
Length of Service:
9 Years
How have you implemented what you have
learned from Level 1?
How to increase cross-sell ratio.
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Amna Khamis Almushark
Current Position:
Retail Sales Officer
Branch:
Deira Branch
Length of Service:
9 months
What program in particular did you enjoy and
find most relevant to your role?
Assets And Liabilities

How has “Al Manara” benefited you?
It has increased my knowledge about banking
areas especially about the products and
also provided me the right skills to deal with
customers.

Ayesha Mohamed Al Hammadi
Current Position:
Retail Sales Officer
Branch:
Musaffah Branch
Length of Service:
6 years
How has “Al Manara” benefited you?
I am more confident to answer customer’s
queries regarding the various products available
and also it has helped me in cross selling more
products.

Ayman Mohammed Abu Subaih
Current Position:
Senior Retail Sales Officer
Branch:
Deira
Length of Service:
4 and a half years
How have you implemented what you have
learned from Level 1?
Since I am working in the front office we are
facing the customers in a daily basis.
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Ayman Rabah Shublaq
Current Position:
Retail Sales Officer
Branch:
Al Qusais Branch
Length of Service:
4 years
What program in particular did you enjoy and
find most relevant to your role?
Honestly all of them especially Introduction to
sales.

What program in particular did you enjoy and
find most relevant to your role?
The program I enjoyed most is intoduction to
sales. The program helped me and other staff to
develop our selling skills and consequently assist
to a large extant in in achieving branch target and
NBAD mission of delighting customer service.

Basma Salem Al Ameri
Current Position:
Customer Service Supervisor
Branch:
AL Nada Ladies Branch
Length of Service:
2 years and 4 months
How have you implemented what you’ve learned
from Level 1?
I implemented what I learned in my dealing with
customers to give them “WOW” service and
I changed the way I used to follow to sell any
products.

Bassel Nazih Saloum
Current Position:
Retail Sales Officer
Branch:
Al Khalidya Branch
Length of Service:
Bank: 5 Years Branch :3.5 years
How have you implemented what youâ&#x20AC;&#x2122;ve learned
from Level 1?
I have mainly implemented what I have learnt
within my branch by stimulating my team and
coaching them very closely to be able to add value
and satisfy customer needs.

Budoor Mohamed Abdullah
Current Position:
Retail Sales Assistant
Branch:
Deira
Length of Service:
8 months
How have you implemented what youâ&#x20AC;&#x2122;ve learned
from Level 1?
Since I am working in customer service I try to
use all the information that I have learnt from Al
Manara.

What were the challenges you faced?
The only challenge was to compete with my
competitor……and that was “myself”.
Every day I had to challenge myself to do better
each day to achieve my goals/targets, and satisfy
my customers.

Deena Mohammed Ghareeb
Current Position:
Retail Sales Officer
Branch:
Sharjah Industrial Branch
Length of Service:
3 years
What program in particular did you enjoy and
find most relevant to your role?
I liked the liabilities and assets course as I find it
very important to refresh our mind.

Eiman Jumah Al kaabi
Current Position:
Customer Service Officer
Branch:
Al Nahda Sharjah Area
Length of Service:
2 years
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? helped with your career?
Al Manara programme helps me in increasing
my knowledge, market awareness, service
quality and etc. Now I am more confident to serve
customers.

Elham Ghalandar Karimi
Current Position:
Personal Banking Manager
Branch:
Sharjah Branch
Length of Service:
3 years
What were the challenges you faced?
To maintain the knowledge.

How has “Al Manara” helped with your career?
Al Manara was a development program; I had
a good experience with it. Al Manara courses
helped me with self development and improved
my skills that were hidden.

Fatima Dughaish Al Kitbi
Current Position:
Retail Sales Officer
Branch:
Al Madam Branch
Length of Service:
Since 30/06/2007
How has “Al Manara” benefited you?
It has helped me to establish good relationships
with other branch staff and in improving my sales
and service skills.

Fatima Ali Mohammed
Current Position:
Retail Sales Officer
Branch:
Dubai Health Care City Branch
Length of Service:
2 and a half years
How has “Al Manara” helped with your career?
It has helped me to achieve a high standard.

Hala Mahmoud Ataya
Current Position:
Retail Sales Officer
Branch:
Ajman Branch
Length of Service:
3 years
How has the â&#x20AC;&#x153;Al Manaraâ&#x20AC;? benefited you?
Al Manara has taught me how to deal with
customers professionally and to always try our
best to satisfy our customers.
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Hamda Khalil Ali Hussain
Current Position:
Retail Sales Officer
Branch:
Jumeira branch
Length of Service:
2 years and 3 months
What program in particular did you enjoy and
find most relevant to your role?
Introduction to service excellence and Fraud
awareness.

Hany Said Abdelaziz
Current Position:
Retail Sales Officer
Branch:
Al Silaa Branch
Length of Service:
3 years and 4 months
What were the challenges you faced?
A challenge I faced was during the integration
course when I role played in front of the camera.
It was my first time and I was uncomfortable to
be in such a situation. However, I completed it.

Hissa Mohamed Alhashme
Current Position:
Operations Administration Officer
Branch:
Deira
Length of Service:
1 Year 6 Months
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? benefited you?
Al Manara Program is a valuable program, it helps
me to understand the bank product, and it adds to
my communication skills.

How has “Al Manara” benefited you?
It helped improve my knowledge, manage my
work, and develop my skills by teaching me
new methods & strategies. It also taught team
work by helping each other, leadership and
communication, as well as confidence.

Iman Saif Ali Al Maqbali
Current Position:
Customer Sales Officer
Branch:
Al Nada ladies branch (Al Ain)
Length of Service:
3 years and 4 months
How has “Al Manara” benefited you?
Al Manara was very beneficial as I was able to
learn a lot about how to deal in better way with
customers and provide them with better services.

Khaled Mousa El Sayed
Current Position:
Retail Sales Officer
Branch:
Al Ain Sanaiya Branch
Length of Service:
5 years
What were the challenges you faced?
My challenge was to develop my tools and
improve my performance to understand how I
would be able to make a real difference and be
the best to learn and grow.

Mansour Juma Alnaqbi
Current Position:
Retail Sales Assistant
Branch:
Deira Branch
Length of Service:
9 Months
What program in particular did you enjoy and
find most relevant to your role?
The asset program because it covered one of my
favorite products - “Credit Card”.
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Mariam Mohamed Al Mansouri
Current Position:
Senior Retail Sales Officer
Branch:
Fujairah Branch
Length of Service:
6 Years
How has “Al Manara” benefited you?
Al Manara has developed my over all skills such
as my communication and selling skills.

Mariam Omran
Current Position:
Retail Sales Officer
Branch:
Deira
Length of Service:
8 Months
How have you implemented what you have
learned from Level 1?
By welcoming the customers and selling the
products.
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Maryam Abdulhamid Saraj
Current Position:
Retail Sales Officer
Branch:
Deira
Length of Service:
1 year and 8 months
What program in particular did you enjoy and
find most relevant to your role?
Introduction to sales.

Maryam Obaid Tewerash
Current Position:
Retail Sales Officer
Branch:
Umm Al Quwain Branch
Length of Service:
2 years and 8 months
How have you implemented what you have
learned from Level 1?
By using the information I have learnt to serve
customers in a professional manner.
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Meera Jumah AlKaabi
Current Position:
Retail Sales Assistant
Branch:
Al Bourj Avenue Branch
Length of Service:
2 years
What were the challenges you faced?
The most challenging part was the final exam
because we were forced to face the camera
through the whole test.

Mohamed Moustafa Attaby
Current Position:
Retail Sales Officer
Branch:
Liwa Branch
Length of Service:
5 Years
What were the challenges you faced?
Enhancing cross selling skills, influencing
customers to accept my ideas and
recommendations as well as initiating changes.

Mohamed Shazly Elnagar
Current Position:
Personal Credit Officer
Branch:
Al Salam Street Branch
Length of Service:
7 years
How have you implemented what you have
learned from Level 1?
I was the Top performing staff in the bank for
credit card sales as I acquired the highest NBAD
cards sales for April 2011.

Motassim Moutaz Ben Khadra
Current Position:
Personal Credit Officer
Branch:
Ruwais Branch
Length of Service:
3 Years
What program in particular did you enjoy and
find most relevant to your role?
Introduction to sales.

How have you implemented what you have
learned from Level 1?
The training helped me dealing with customers
specially when I face any problem. Moreover, the
training shows us the positive side in everything
that belong to our work. I feel more confident and
powerful while doing my job.

Nancy Sami Shalaby
Current Position:
Personal Banking manager
Branch:
Main Branch
Length of Service:
6 years
How has “Al Manara” benefited you?
“Al Manara” certification project helped in
providing a unique service to all our customers
which in turn has lead to increasing the crossselling ratio and setting the standards of
knowledge, skill and behaviour for the required
role.

Najla Rashed Alsaraidy
Current Position:
Senior Retail Sales Officer
Branch:
Fujairah
Length of Service:
9 years
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? helped with your career?
Many things we learned and we are doing now in
our work.
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Niyas Mohammad Abdurahiman
Current Position:
Retail Sales Officer
Branch:
Mussafah Branch
Length of Service:
5 years
What program in particular did you enjoy and
find most relevant to your role?
Role Playing which was the best as I could
understand how the customer feels and then use
this experience to satisfy their needs.

Ramy Ramadan Bashier
Current Position:
Retail Sales Officer
Branch:
Bur Dubai Branch
Length of Service:
4 years
What program in particular did you enjoy and
find most relevant to your role?
Customer services and sales skills and liabilities
and assets.
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Rashid Ahmad Ali
Current Position:
Retail Sales Officer
Branch:
Deira
Length of Service:
1 Year
How have you implemented what you have
learned from Level 1?
By selling NBADs products to customers.

Rim Mohammed Taha
Current Position:
Retail Sales Officer
Branch:
Marina Mall Branch
Length of Service:
1 Year & 7 month
What program in particular did you enjoy and
find most relevant to your role?
All programs were relevant to my role as I am
working a customer service officer and my role is
to provide service to all our customers.

Shaikha Rashed Al Yammahi
Current Position:
Retail Sales Officer
Branch:
Dibba
Length of Service:
2 Year and 6 Months
How have you implemented what you have
learned from Level 1?
Level 1 encourage us to go ahead and do our
best.
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Shaimaa S. Saad
Current Position:
Retail Sales Officer
Branch:
Al Qouz Branch
Length of Service:
Bank: 3.8 years. Branch : 1.5 years
How has “Al Manara” helped with your career?
it improved my customer service skills ,expanded
my knowledge about the bank’s products,
gave me confidence and helped me in facing
some difficulties where I was finding in my job,
improved my sales techniques and gave me much
more ideas on how can we attract and influence
our customers.

Shamsa Juma Al Kitbi
Current Position:
Senior Retail Sales Officer
Branch:
Al Madam Branch
Length of Service:
3 years
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? benefited you?
It has helped me to establish good relationships
with other branch staff and in improving my sales
and service skills.
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Yazan Hani Azar
Current Position:
Retail Sales Officer
Branch:
Dubai Mall Branch
Length of Service:
4 Years
How has â&#x20AC;&#x153;Al Manaraâ&#x20AC;? helped with your career?
It helped me to do more business and to present
myself and my bank in a professional way.
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Yousef Mohammed Alkaabi
Current Position:
Retail Sales Officer
Branch:
Umm Al Quwain Branch
Length of Service:
3 years and 8 months
What program in particular did you enjoy and
find most relevant to your role?
Cross selling and sales techniques.

TROPHIES
To commemorate the successful completion of
Al Manara Certification program, an exclusive
â&#x20AC;&#x153;Crystal Trophyâ&#x20AC;? will be given to all graduates.
These unique trophies have been designed to
represent each level of the Al Manara certification.
Graduates will be entitled to receive the complete
set of the crystal trophy on the successful
completion of all the certification levels respective
to their roles.
Today, we are delighted to award the first piece
of this trophy to all our successful graduates on
completion of level 1 Al Manara certification.
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